Senior Analyst

Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. With connections across more than 210 countries and territories, we are building a sustainable world that unlocks priceless possibilities for all.

Our Purpose
We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart, and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments, and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team - one that makes better decisions, drives innovation and delivers better business results.

Overview
Credit Risk management area serves as a key differentiator to optimize and grow revenue from consumers and small businesses for Mastercard. Consumer Credit Analytics Global Product team is executing on exciting consumer capability initiative delivering against Product roadmap to drive customer value and business impact. This role is for a Senior Analyst who will work across Product. Client Services & Delivery, Data & Engineering and the broader O&T teams to help drive product execution at scale while addressing client pain areas and seamless delivery. This role will report into Vice President of Product Management (Consumer Credit Risk).

Key Responsibilities:
• Participate in bringing solutions to market through Mastercard Studio process through desirability, feasibility, and viability paradigm
• Own client feedback and issues related to Mastercard's Consumer Credit Risk Analytics (CCA) products
• Manage inbound inquiries through various channels (email, phone, support ticketing system) and ensure timely and accurate responses.
• Understand the core features, benefits, and data flows of each CCA product to address customer questions effectively.
• Collaborate with internal teams (Product, Engineering, Data Science, Central Customer Service Account Management) to escalate and resolve more complex issues.
• Document and track client issues using Mastercard's customer support tools; provide feedback to internal teams on recurring questions or pain points.
• Support client onboarding and product training by answering how-to questions and reinforcing best practices.
• Identify and suggest opportunities for process improvements and automation in the customer support workflow
• Interface with Regional Product & SBL to test concepts and monitor issuer pilots
• Operationalize for CCA requisite processes relating to market scan assessment and guidance
Qualifications:
• Basic understanding of credit risk concepts and data products.
• Experience supporting B2B clients, particularly in the banking or fintech sector.
• Comfort working with cross-functional global teams across time zones.
• Bachelor's degree in Business, Finance, Analytics, or a related field.
• 3+ years of experience in customer support, preferably in a data or analytics product environment.
• Strong verbal and written communication skills with the ability to explain complex concepts in a clear and concise manner.
• Demonstrated problem-solving skills and a proactive mindset.
• Experience with ticketing systems (e.g., Salesforce, Zendesk, Jira) is a plus.
• Familiarity with credit risk, financial services, or data analytics products is highly desirable.

Corporate Security Responsibility
All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:
• Abide by Mastercard's security policies and practices;
• Ensure the confidentiality and integrity of the information being accessed;
• Report any suspected information security violation or breach, and complete all periodic mandatory security trainings in accordance with Mastercard's guidelines

Corporate Security Responsibility

All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:

• Abide by Mastercard's security policies and practices;
• Ensure the confidentiality and integrity of the information being accessed;
• Report any suspected information security violation or breach, and
• Complete all periodic mandatory security trainings in accordance with Mastercard's guidelines.